CX B2B
Saint Gobain — A mobile app to connect with clients
Redesigning the Weber app with the aim of bringing the brand closer to its clients while maintaining its position as leader amongst façade renovation companies.
Our work
Personas
User journey
Codesign workshops
User-centred design
In numbers
3 countries
Background
In line with the Saint-Gobain Group’s ambition to better address its B2C audience, the subsidiary company Weber wished to promote its services using a mobile app, as a strategic tool for increasing the brand’s visibility and awareness of its services.
Attoma was initially tasked with reimagining the Weber app to be more efficient, and redefined the brief to focus on the app’s users and uncovering the services with the most added value from the users’ point of view.
Objectives
To design a tool fit for clients’ needs, we must first understand their needs and contexts of use. Following this principle, this project was built according to three main phases: user research, codesign, and development of the tool.
Methods
In collaboration with Weber teams in 3 countries - France, Spain, and Germany - attoma conducted field research to uncover the user journeys and understand the needs of builders’ merchants, DIYers, and small-scale craftspeople.
Codesign workshops were held to further define the different user profiles and compile an inventory of user needs. The workshops also served to bring together the internal stakeholders, to share a common understanding of the project stakes and collaboratively design the service.
I really enjoyed our collaboration, and your adaptability [...]. The result is there and I have no doubt that users see the difference with the previous version.
Rapahèle Isodoro — International digital marketing Project Manager at Saint-Gobain
Outcomes
The app meets Weber clients’ main needs. They now have access to personalised product, service, and tutorial recommendations. They can compare prices, save products and projects, and scan bar codes. The app also includes an integrated chat feature, connecting clients directly to Weber technical advisers.
The Weber app is a must-have for users on-the-go, while still promoting a link to the physical stores with a map of the nearest builders’ merchants.
